• Online, Self-Paced
Course Description

Effectively communicating with customers increases customer satisfaction and projects service excellence. This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customer's needs.

Learning Objectives

Speaking and Listening to Customers

  • classify examples of communication as formal or informal
  • identify methods to overcome barriers to effective communication
  • recognize the skills required for effective speaking
  • match positive and negative vocal cues with examples
  • identify the factors that contribute to effective listening
  • match the mirroring behaviors involved in active listening to their characteristics
  • identify the benefits of using paraphrasing techniques
  • use verbal communication skills effectively in a customer support environment

Framework Connections

The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.